Project Manager Customer Service

Aditi Jain

949-***-**** Email : *******@*****.***

Professional Summary

• Over 6 years of experience as a BUSINESS ANALYST most of it in Insurance and Healthcare

Industry with solid understanding of Business Requirement Gathering, Business Process Flows and

Business Process Modelling.

• Successfully conducted Business Process Reengineering by eliminating the non – value added activities,

automating manual processes to improve the process efficiency of the operations process, identification of

data points based on the standard KPI’s and analysing those data sets for validating the process

improvements in the Insurance Industry by using tools like MS EXCEL and MS VISIO and techniques

like Swimlane Diagrams and Fish Bone analysis.

• Managed and analysed huge data on day to day basis and used tools like ROI, Pivot Tables to calculate

profitability and identify anomalies in the process and system .

• Experience in analyzing data and requirements using techniques like GAP Analysis, As-Is/To-be

Analysis, Cost Benefit Analysis, Feasibility Studies and Return on Investment (ROI) Analysis

• In-depth working experience with different requirement elicitation techniques like Document analysis,

Interface analysis, Prototyping, Interview, Brainstorming, Requirement workshop.

• Extensive experience in documentation of business requirements (BRD) and system requirement

specifications (SRS).

• Experience in Waterfall and Agile methodology and Project Life Cycle with experience in all stages of

System Development Life Cycle (SDLC).

• Written Use cases and have produced Use Case Models, created Activity diagrams based on UML

Methodology & Business Process Flow diagrams.

• Created Mockup Screens using MS Visio during elicitation of Requirements

• Successfully used Joint Application Development (JAD) approach for enhancing User participation,

expediting development, and improving the quality of specifications.

• Experienced in implementing AML (Anti Money Laundering) and insuring compliance with KYC.

• Capable of forming and maintaining positive and productive working relationships in internal, external,

independent and team environment.

• Knowledge of Change management and Release management.

• Experience in assisting the clients in UAT before getting their approval / sign off.

• Competent problem-solver with exceptional verbal and written communication skills.

• Utilized a combination of business knowledge, technical skills, and strategic analysis to provide

solutions and creative insights to critical business problems.

• Experienced in 6σ and DMAIC methodology.

• Experience in giving presentation on the completed modules of the project and also to update the

stakeholders on project progress.

• Effective in multitasking and effective management of assignments according to work schedules with

strong project management orientation

• Experience in working and coordinating with distributed team in onsite- offshore model

• Creative and aggressive self-starter with integrative thinking skills.

• Have worked and been appreciated by both Internal and External customers.

CAREER SCAN

March Vision Care, Los Angeles, CA May 2012- Aug 2012

Business Analyst

JOB RESPONSIBILITY:

Gathered, analyzed and documented functional and business requirements

Worked with the development team to understand the current systems’ defects and captured the necessary

enhancements and improvements

Documented Business Requirement Document and Functional Specification Document.

Established Work Breakdown Structure and tracked progress of major milestones.

Prepared time, cost and Level of Effort Estimates (LOEs) for project implementation

Participated in JAD sessions with management, users, developers and other stakeholders

Assisted the Project Manager in setting realistic project goals and expectations

Analyzed project limitations, risks, dependencies and assumptions pertaining to the scope of application

Conducted Risk Analysis Meetings

Organized weekly project status updates, task review meetings and tracked issues and incidents

Created process solutions that meet business goals and conform to established standards and guidelines for

electronic workflows.

Data Analysis and data modelling based on the given requirements.

Worked on multiple change / enhancement requests, for multiple releases, aligning with tight timeline

schedules.

Modelled complex business scenarios using UML notations (Use Cases).

Extensively used cross-functional swim lane process flow diagrams to depict and analyze as-is and to-be

process flows.

Designed training plan and UAT plan for business users.

Work closely with Systems Development team members/ IT Management on any SDLC process related

questions/concerns/issues

ICICI Lombard General Insurance Company Limited, New Delhi, India

Jul’05 – Jan’11

Business Analyst

KEY HIGHLIGHTS

Business Process Re-engineering

Assisted in preparing the Level of Efforts (LoEs) and the project plans

Defining key business requirements for IT products like Premia, Pathfinder and various intranet and

internet based custom built applications.

Preparing Business Requirements Document (BRD), Use Cases, Activity Diagrams

Assisted in preparing the test cases

Conducting UAT (User Acceptance Test)

Managed and analysed huge data on day to day basis and used tools like ROI, Pivot Tables to calculate

profitability and identify anomalies in the process and system .

JOB RESPONSIBILITY:

Participated in requirements gatherings with business team and other technical teams to automate the

existing application with the consideration of the underwriting guidelines and government regulations.

Actively participated in defining Scope of Project, gathered business requirements, and documented them

Prepared Quality Assurance test cases to thoroughly test the application based on the requirements and the

development documents

Gathered the functional and business requirements by conducting JAD sessions and participatory Design

Sessions involving major leads from the Technical Department.

Analyzed and designed the requirements for the system based on the Agile methodology.

Tracking Project requirements and Test Scenarios

Work closely with all other technical teams to ensure effective cross-team coordination during the testing

process.

Assist users in conducting UAT.

Tested GUI and functionality of the application and evaluated the positive and negative results.

Process Manager

KEY HIGHLIGHTS

Business Process Re-engineering

Instrumental in designing and developing the Underwriting Operations Processes.

Successfully designed and implemented the Operations process of High Value Central and State

Government Policies

Operational risk management at regional/central processing

Policy issuance and transaction management.

Providing all kind of Back-end and Front-end support to the stake holders like External Customers,

Internal Customers, Agents, Dealers and Other Channel Partners.

Received appreciation from platinum clients,and different verticals during the tenure

Consistently appraised as an outstanding employee each year with rating 1 in all appraisals

JOB RESPONSIBILITY:

Servicing Related

Responsible for handling the servicing requirements of all platinum clients

Client interface for all service related issues across all products

Minimizing risk aspects and ensuring compliance of underwriting guidelines keeping in sync with the

business requirements and profitability.

Managing team dedicated to the servicing of platinum clients

Provided both front-end and back-end support / after Sales Service for issuance of Retail Motor, Retail

Non-Motor, and Corporate Policy for all Verticals of Northern and Eastern region of India.

Managing Customer Service department supporting the walk-in customers.

Operations Delivery of General Insurance

Controlled ‘Underwriting Operations’ of the Northern and Eastern Region that consisted of more than 100

branch locations of New Delhi, Uttar Pradesh, Haryana, Punjab,Jammu and Kashmir,Rajasthan and the

eastern states of India.

Timely Issuing the Retail Motor, Non Motor and Corporate policies after Quality Checking.

Preparing MIS reports & other statements with a view to apprise management of the process operations

and assist in critical decision-making process using huge chunks of data.

Providing all kind of Back-end and Front-end support to the stake holders like External Customers,

Internal Customers, Agents, Dealers and Other Channel Partners.

Optimizing the process cycle time and maintaining TAT (Turn Around Time )

Attending walk – in queries / grievances related to policy insurance / endorsements

Managed the processing hub for the entire region

Managing various teams at different levels.

Training and Compliance

Ensuring compliance of Underwriting guidelines in issuance of all Non Motor policies

Ensuring necessary documentation for enabling Anti Money Laundering.

Conducting Audits after policy issuance.

Key stakeholder for defining the business process and requirement for the government mass policies

keeping in sync with the underwriting guidelines and client requirement.

Training and mentoring of new hires.

Conducting product and process trainings for internal stakeholders.

Process Designing, Process and Product Training

EXPORT IMPORT BANK OF INDIA (EXIM BANK) May’04 – March’05

Independent Consultant

KEY HIGHLIGHTS

A research study for analyzing the export potential of the Indian Entertainment Industry which was also

published as one of the working papers of EXIM BANK

The research involved study across three channels of entertainment i.e. films, television and animation

industry

JOB DESCRIPTION

Conduct primary research by conducting interviews of several eminent personnel in the entertainment

industry like Directors of various Music Recording Companies, Directors and Distributors of Film

Industry, Actors / Artists of the Indian Entertainment Industry, Production Houses, Consulting Firms

(KPMG etc), Entertainment Industry Associations, Chambers of Commerce, Print & TV Media.

Statistical Analysis of the data gathered using various tools like SAS, SPSS

Performing the ROI analysis of various investments made by EXIM Bank in the Entertainment Industry

and preparing the recommendations on the investment potential in various segments of the industry.

ACADEMIC CREDENTIALS

MBA in Finance & Marketing, India

Bachelor of Computer Applications, India

OTHERS

Work Status : EAD(Employment Authorisation Document)

Self motivated with excellent communication and team management skills

Well versed with MS Office applications and MS VISIO.

Working knowledge of SQL.

Contact this candidate